Dynamics 365 CRM Support Engineer — Hybrid & Customer Impact

Avanade; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Avanade in Australia is seeking a Dynamics 365 CRM Support Engineer for the Hybrid role within our Shared Services team. You will provide functional and technical support across Dynamics 365 CRM, Dataverse and Power Platform, covering Sales, Customer Service, Field Service and Marketing customer engagement.

You will analyse issues, configure processes, develop low-to-medium customisations, and collaborate with clients on workshops, data migrations and testing. Australasian travel may be required.

Qualifications

• Experience supporting Dynamics 365 CRM/Customer Engagement live environments.
• Strong understanding of CRM processes across sales, customer service, field service and marketing/customer engagement.
• Hands-on experience configuring Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows and security roles.
• Ability to develop and maintain low-to-medium complexity customisations using JavaScript/TypeScript, Power Automate, plugins, custom workflow activities or custom APIs.
• Experience with C#/.NET, Dataverse Web API, REST/OData services and integration patterns.
• Experience with Azure DevOps for backlog management, work items, testing, releases or deployment tracking.
• Familiarity with solution management, environment strategy, ALM and deployment practices across Dynamics 365 and Power Platform.
• Perform basic troubleshooting across data, security, workflows, automation, integrations and performance issues.
• Excellent communication skills, with strong analysis, documentation and client-facing support capability.
• Experience working in a collaborative delivery or managed services environment.
• Appropriate Microsoft certifications.
• Work under general guidance and direction, but operate independently in own work with latitude for autonomous decision-making related to work process.
• Travel as needed.

Responsibilities

• Provide day-to-day functional support for Dynamics 365 CRM applications, including Sales, Customer Service, Field Service, Marketing/Customer Insights and related Power Platform components.
• Analyse client issues and requests, translating them into functional specifications, configuration changes, automation opportunities or development requirements.
• Configure and support CRM processes across leads, opportunities, accounts, contacts, cases, queues, SLAs, knowledge management, work orders and customer journeys.
• Prepare and maintain functional design documentation, technical notes, test scripts, release notes and support runbooks.
• Facilitate workshops and triage sessions with clients to diagnose issues, confirm requirements and drive practical decisions.
• Support data migration, data quality, duplicate detection, security role changes and Dataverse configuration activities.
• Conduct functional and technical testing of configuration changes, customisations, integrations, patches and release items during sprint and release cycles.
• Manage and prioritise support tickets, ensuring timely resolution aligned to SLA commitments.
• Contribute to knowledge base articles and shared services documentation to improve team efficiency.
• Support SIT, end-user training, UAT, release readiness and go-live activities.
• Facilitate functional sessions and support status meetings with clients.
• Own service deliverables including documentation, test plans and support artefacts, taking personal ownership of deliverables and outcomes.

Skills

Dynamics 365 CRM/Customer Engagement

CRM processes – sales

Dataverse configuration

Power Platform automation

C#/.NET

REST/OData

Azure Integration Services

Azure DevOps

ALM/deployment practices

Troubleshooting

Client-facing communication

Collaborative delivery

Microsoft certifications

Autonomy in work

Travel flexibility

Tools

Azure DevOps

Dataverse

Power Platform

Job description

Avanade in Australia is seeking a Dynamics 365 CRM Support Engineer for the Hybrid role within our Shared Services team. You will provide functional and technical support across Dynamics 365 CRM, Dataverse and Power Platform, covering Sales, Customer Service, Field Service and Marketing customer engagement.

You will analyse issues, configure processes, develop low-to-medium customisations, and collaborate with clients on workshops, data migrations and testing. Australasian travel may be required.